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Facing
Customer
Aggression
CSG July 2023 speaker: Amy Lynes: Facing a rise in customer aggression

Facing a rise in customer aggression

Presentation by: Amy Lynes, Senior Workplace Relations Consultant, National Retail Association

CSG event video now available (members only)
Presentation package now available (members only)

Retail workers are currently confronted by a trend of rising bad behaviour from customers, manifest as frustration, anti-social behaviour and aggression, which is affecting employees’ workplace safety and wellbeing.

This issue was discussed in a presentation on 11 July by Amy Lynes, Senior Workplace Relations Consultant with the National Retail Association (NRA). She spoke about the impact of customer aggression on frontline retail employees, both in large retailers and small local businesses.

The industry is focused on how to manage this trend, alongside other workplace health and safety obligations, including controlling psychosocial risks and proactively preventing sexual harassment, to keep their employees safe and properly supported.

Amy said the NRA has seen a huge increase in demand from their members for training courses on dealing with aggressive customers, as well as members accessing their guides on topics such as preventing workplace sexual harassment.

Her presentation was followed by questions and discussion.

The presenter:

Amy Lynes joined the National Retail Association (NRA) in 2022, where she is a Senior Workplace Relations Consultant. NRA is a not-for-profit peak industry body that represents the interests of over 40,000 shop fronts across Australia. Prior to that Amy, who has a law degree, led a Human Resources team for over a decade with a national retail and manufacturing business. This included overseeing areas such as learning and development, industrial relations and work health and safety.

 
 

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Opal
Specialty
Packaging

CSG August 2025 event - Site Visit - Opal Specialty Packaging


Site Visit - Opal Specialty Packaging

Host: Gavin Kenny, Opal Specialty Packaging
Location: 100 Carroll Road, Oakleigh South, Vic


How: In person only

Date: Tuesday 19 August 2025, noon
Non-Members welcome to attend

Site Visit - Opal Specialty Packaging
Opal Specialty Packaging provides tailored cardboard-based packaging solutions for small, medium and large businesses. Their fully integrated packaging development service is based on circular economy principles.
Join CSG for a tour of their Oakleigh South production facility on Tuesday 19th August and see Opal’s advanced manufacturing capabilities. Learn how they deal with hazards such as mobile plant, traffic management, noise and machine guarding.
We will also hear about recent safety programs related to video SOPs and streamlining the on-boarding of casuals.
Opal’s sustainable corrugated cardboard packaging solutions cover every application you can think of, from smartly designed bespoke boxes and vibrant digital print to high-end corrugated cardboard point-of-purchase displays for retailers.

Important: Attendees must wear long sleeves, pants and flat closed-toe shoes.
Please bring Hi-vis vest, hearing protection and safety glasses (can also be supplied if necessary).

Date: Tuesday 19 August 2025
Time: 12:00pm to 1:00pm
Where: 100 Carroll Road, Oakleigh South, Vic
How: In person only
Cost: Financial members* free. Others $15
RSVP: COB Friday 15 August 2025. Online using our RSVP form
Join: Join CSG now [Individual membership fee: $85.]
*If unsure of your membership status, contact This email address is being protected from spambots. You need JavaScript enabled to view it.
   RSVP: by Friday 15 August.
Online using our RSVP form or Email: This email address is being protected from spambots. You need JavaScript enabled to view it., phone the secretary T: (03) 9387 9768 Mobile 0417 040 252
The Zoom event link will be emailed on the afternoon of Monday 18 August 2025.

Don’t forget to put every second Tuesday from February to December in your Calendar!

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